1. SHILPA KHERA
E-mail: ashilpa3@rediffmail.com Ph: +91 9999331164, +91 124 4077031
Domain experience
HR admin, recruitment, customer service, analytics and in surance
Work experience - Overview
Educational qualifications
 1 year certificate program in management from XIMB Bhubaneswar,2013
 Post Graduate Diploma in Actuarial Sciences (Risk and Insurance), SNDT University- Mumbai, 2006
 B.A. Honors (Mathematics), Delhi University, 2003
 Licentiate exam from Insurance Institute of India, 2008
Strengths & skills
 Process management and coordination
 Self-driven with excellent interpersonal skills
 Customer handling and interface
 Command over MS Office (Excel and PowerPoint)
Work experience - Details
DHFL
Responsibilities in Customer service (February ‘13 to present)
 Retention calling in order to influence clients to stop clients from closing the loans.
- Single point of contact for all DHFL branches in India for influencing clients not to close loans by actively
sorting their grievances, educating clients about services and policies, getting exceptional approval for rates,
offering schemes and follow-ups
 Streamlining and process for loan closure and bring it to online platform
- Build a process note
- Provide all required inputs to IT department for creating online portal for prepayment process
 MIS / Dashboard reporting of calling data to senior management
- Circulate MIS about common customer problems to highlight the as is situation, including lessons learnt
- Problem solve with senior team on improvements and policy changes
Responsibilities in HR/Admin/Hiring (September ‘11 to February ‘13)
 Driving end to end recruitment process
- Coordinating with specific LOB for their requirements
- Collating CVs through various sources,including portal scanning
- Short listing CV’s based on job description,including coordinating with LOBs
- Scheduling of interviews and coordinating with the candidate and hiring partners until the final decision
Organization Designation Department Duration
Executive
Sep' 11 - till date
DHFL - Dewan Housing
Finance Ltd.
HR Admin / Hiring / Customer
Service / Client Management
Accretive Health Analyst Analytics Dec’10 - Sep'11
Business Analyst
Insurance & HR Admin /
Support Services
Jan’ 07 - Mar’10
GENPACT India
Client Service
Manager
May' 06 - Dec' 06ICICI Lombard Health Insurance

2. - Conducting background checks for identified cases
 Package designing for new hires including negotiation with candidates.
 Ensuring smooth integration of new hires
- Complete responsibility of accurate documentation for new hires – appointment letters, required documents from
employees, past service records, relieving letters etc.
- Coordinating induction of new hires
Accretive Health (ClaimsVariance Analysis)
Responsibilities
 Analysis of claims data for various hospitals in order to find the reason for discrepancy in the claims
payments made by insurance companies
 Identification and highlighting the reasons for discrepancies in revenue cycle management
 Collating monthly dashboards for senior management
GENPACT (Insurance and support service)
Responsibilities in support / shared services
 Process mapping and streamlining , specifically helping in coming up with Statement of Work for
transition projects / programs using standard templates and inputs provided by stakeholders
 Maintain dashboards and co -ordinate with support functions for client billing
Responsibilities in analytics
 Analysis of re-insurer data for insurance history
 Premium reconciliation using mortality rate and reinsurance policy level data
 Identify frauds in claims, working closely with UK underwriters
Extra initiatives
 Plan and conduct new hire orientation and induction
 In charge for team building activities
ICICI Lombard - Retail Health Insurance
Responsibilities
 Analysis of sales data and p ost claims data for various regions
 Generating reports of sales and claim data used as inputs to product pricing and product development.
 Specifically led initiative to automate reporting process based on best practices for MIS reports of
Health Assurance products in coordination with IT; the same was replicated for other lines
Extra-Curricular Activities
 In-charge of dance choreography team of college for three years - s trong liking for Kathak, Jazz and
freestyle forms of dance
 Associated with the ‘Art of Living’ Non Profit organization